Bring digital employee experience to every ITSM with an ITSM‑agnostic browser plug‑in

Helpdesk teams spend their day working tickets in ITSM tools. But the data that explains why an issue is happening—device health, performance, experience signals—often lives somewhere else.

This disconnect forces agents to troubleshoot with incomplete context, switch between consoles, or escalate tickets simply to understand what’s happening on an employee’s device. The result is slower resolutions, higher ticket volume, and frustrated users.

Deep, native ITSM integrations can help bridge this gap—but many organizations don’t operate on a single, standardized ITSM platform. Multiple tools across regions, custom workflows, and non-ServiceNow environments are common.

That’s why we’re extending Omnissa DEX with a new capability designed for flexibility first: the ITSM‑agnostic browser plugin.

The problem: Device and experience data is trapped outside the ticket

Helpdesk teams are under constant pressure to resolve issues faster and with fewer handoffs. Yet in many environments, agents still lack real‑time visibility into:

• The device an employee is actually using
• Whether issues stem from performance, configuration, or experience gaps
• What actions are safe and appropriate to take during first contact

This challenge becomes even more pronounced in organizations that:

• Use ITSM tools other than ServiceNow (such as TopDesk, BMC Remedy, Freshworks, or Jira Service Management)
• Operate multiple ITSM tools across business units or geographies
• Rely on custom portals or workflows where native integrations aren’t an option

In these environments, the only alternative has often been custom API work or manual console switching—neither of which scale well for helpdesk teams.

But with Omnissa DEX, you have the ability to investigate and remediate from any ITSM product. The ITSM agnostic browser plugin brings Omnissa DEX capabilities directly into the browser, allowing helpdesk agents to access device context and remediation options from any ITSM or web-based ticketing solution. 

Instead of building native ITSM or one-off integrations, teams can simply launch the plugin from supported browsers such as Google Chrome or Microsoft Edge and work within the tools they already use. 

No matter the ITSM platform, the plug‑in enables agents to bring experience data into the moment of support—right where decisions are made.

How it works

Once launched in the browser, the plug‑in allows the helpdesk agent to:

1. Identify the user or device associated with the ticket or incident
2. View unified device details pulled from Workspace ONE UEM and experience data sources
3. Assess experience insights such as health indicators and experience scores
4. Take remediation action without leaving the ticketing console

All of this happens without navigating separate consoles or relying on custom integrations for each ITSM platform.

The result is a seamless, experience-aware support workflow that works consistently across environments.

What helpdesk teams can do with the plug‑in

The ITSM agnostic browser plugin is designed to deliver the same outcomes helpdesk teams expect from deep ITSM integrations—without full integration requirements.

With the plugin, agents can access:

• User Context 

Far too often, the Helpdesk starts the incident resolution journey with just two data points:

1. The problem description, or the symptom
2. The User reporting the issue

With the browser plugin, the helpdesk can quickly lookup the user in UEM and determine the device(s) on which the reporter is facing the issue. All this while staying on the ticket.

• Device context
  Including key device attributes and status—providing immediate insight into what the employee is working on
• Experience visibility 
  Surfacing experience scores and signals to help distinguish between device issues, performance degradation, or environmental problems
• Remediation actions
  Execute supported actions on the problematic device to address common issues during first contact
• Application and configuration awareness
  Understand app, profile, and policy context that may be contributing to the reported issues
• Remote control

If all else fails, remotely login to the device at the click of a button to witness the issue firsthand, find and fix live!

Faster resolution and higher FCR

By bringing device and experience intelligence directly into the ticket flow, support agents can identify root causes faster and resolve more cases at first contact.

No ITSM lock‑in

Whether your organization uses a single ITSM platform, multiple tools, or a custom portal, the plugin eliminates the need to stick to and stay in one system to unlock DEX value.

Lower operational overhead

Avoid the cost and complexity of building and maintaining platform specific integrations or custom API workflows.

Consistent support experience

Agents get a familiar, repeatable experience—regardless of the ITSM tool in use—reducing training overhead and improving confidence.

A foundation for smarter support

The plugin lays the groundwork for expanding beyond basic remediation into experience driven workflows, recommendations, and playbooks.

Built for today’s diverse ITSM reality

Modern enterprises rarely operate with a single, uniform ITSM tool. Mergers, regional requirements, and departmental autonomy often result in a mix of platforms—and that’s not going away.

The ITSM agnostic browser plugin acknowledges this reality and meets helpdesk teams where they are. Instead of forcing experience data into rigid system boundaries, Omnissa DEX brings that data directly to the point of action.

This approach allows organizations to:

• Extend DEX value without reworking ITSM strategy
• Support decentralized or federated helpdesk models
• Scale experience led support across the enterprise

Experience‑driven helpdesk, anywhere

The browser plugin is part of a broader evolution of Omnissa DEX, focused on making experience data actionable—regardless of ticket type, platform, or workflow. 

As helpdesk teams continue to expand beyond traditional incident management into areas like case management, security operations, and employee services, having flexible, tool agnostic access to device and experience context becomes essential.

See the impact of Omnissa DEX

Ask Omnissa Sales for a customized ROI and impact assement. We’ll benchmark your environment, model savings, and map a pilot you can validate quickly.